Responsibilities : + Act as the primary interface for escalation management+ Prioritize & drive escalations to ensure visibility, traction and ultimate closure+ Ensure the customer's voice is heard throughout the escalation process+ Set correct expectations and drive relief and resolution through effective communication+ Monitor customer Problem Reports (VLPR's) and work with the Technical Support and Engineering to ensure appropriate resources have been allocated and the SR's / PR's are being actively handled in an appropriate manner+ Provide regular regional status updates for all escalated Service Requests+ Identify and document escalation trends & collaborate with Product Management Team and engineering on product defects, trends and enhancement requests+ Collaborate with the different business functions required in escalations management+ Analyze and share escalation performance metrics+ Review analytics reports, identify accounts at risk and work with multiple stake holders to proactively engage and take necessary actions to guarantee customer success+ Collaborate with Technical Support Leadership team and other EM's to ensure process alignment and best practice refinement+ Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams+ Create and maintain lines of communication with field teams (SE, Sales, CEMs)+ Travel to customer sites and VMware offices as required+ Take an active leading role on escalated critical customer issues as may be requiredSkills & Requirements : + Must be available to cover weekend shifts as required+ Customer Driven+ Display a strong sense of urgency+ Strong written, verbal communication and presentation skills+ Ability to drive escalations through defined process to resolution+ 5 years in technical support roles, preferably of a software product+ Strong negotiation skills+ Strong conflict management skills+ Demonstrated experience influencing people across functional boundaries+ Demonstrated effectiveness working with global or international operations+ Ability to work effectively in high stress situations+ Ability to speak in front of internal and external executives+ BS Computer Science or equivalent work experience+ Significant experience in a similar roleThis job requisition is not eligible for employment-based immigration sponsored by VMware Category : Services and Consulting Subcategory : Technical Account Management Experience : Manager and Professional Full Time / Part Time : Full Time Posted Date : 2021-08-20VMware Company Overview : At VMware, we believe that software has the power to unlock new opportunities for people and our planet.
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